Customer Service Manager CSM

hace 17 horas

Valencia, Valencia, España Textron A tiempo completo

EDUCATION/ EXPERIENCE:

  • Bachelor's degree preferred or in lieu of degree a minimum of 5 years aircraft maintenance experience and/or relative customer service experience required.
  • A&P License/Repairman/ EASA Certificate is preferred.


QUALIFICATONS:

Interpersonal savvy, ability to build and maintain strong customer relationshipsAbility to anticipate and address customer needsExcellent written and verbal communicationPossesses good organization and time management skillsAttention to detail, goal orientedAbility to prioritize and manage time sensitive responsibilitiesHighly motivatedAbility to work in team environmentMaintenance experience preferred

JOB SUMMARY:

The Customer Service Manager (CSM) serves as main point of contact with the customer. Works with the Service Center Team and Technical Service Manager (TSM) to maintain and develop a positive relationship with current and future customers. Responds to customer inquiries and is responsible for assuring customer satisfaction by coordinating with the Service Center Team.

JOB RESPONSIBILITIES:

  1. Coordinate and communicate all aircraft issues with the customer.
  2. Meets customer upon arrival, reviews work scope with customer and add squawks as requiredduring arrival debrief.

  3. Review warranty programs.
  4. Discuss applicable service bulletins, quotes, and flat rates as required by the customer.
  5. Adjust schedule as needed.
  6. Discuss credit terms and collect prepay or deposits, if applicable.
  7. Define communications and discrepancy approval process with the customer throughout visit.

  8. Confirm customer's schedule and verifies customer information in database.
  9. Provide schedule estimate update to the customer.
  10. Communicates initial service order and work scope to Lead after customer debrief.
  11. Obtain customer approval for any additional work to be performed on the aircraft andcommunicates changes to TSM.
  12. Reports exceptions in work progress affecting schedule commitments and cost ofmaintenance to the TSM
  13. Actively seeks upselling opportunities in the areas of maintenance, parts, warranty and otherassociated programs that provide value to the customer.
  14. Markets Service Center capabilities to new and existing customers. Fosters a positiverelationship between the customer and the Textron Aviation service network
  15. In conjunction with Finance, reviews program coverage and pricing. Build, review and approve orchange Pro Forma invoice
  16. Responsible for participating in the Service Center safety culture.
  17. Upon departure debrief, meet with customer to:

  18. Review terms, work accomplished, list of open discrepancies and return aircraft logbook.
  19. Delivers pro forma invoice and collect payment, as applicable.
  20. Post-delivery follow-up with customer:

  21. Assures that open issues involving parts, return maintenance, or billing issues are resolved.
  22. Addresses Maintenance Visit Performance Evaluation issues with the Technical Service Manager.

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